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Conferences DIRECTORY DA/Call Center Optimization Services |
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| TABLE OF CONTENTS |
| Section |
| CHAPTER I: Executive Summary |
| CHAPTER II: Market Trends |
| 2.1 CRM in Progress |
| 2.2 Corporate Challenges |
| 2.3 IP Telephony – The Eventual Option of Choice |
| 2.4 Mobile CRM (mCRM) |
| 2.5 Self-Service Through the Voice Portal |
| 2.6 Security and Privacy Issues |
| 2.7 Outsourcing and Application Service Providers (ASPs) |
| CHAPTER III: Contact Center Vendors |
| 3.1 Contact Center Technology Evolution |
| 3.1.1 Stand-Alone ACDs |
| 3.1.2 PBX-Integrated ACDs |
| 3.1.3 Central Office-Based ACDs |
| 3.2 Apropos Technology |
| 3.2.1 Apropos Multi-Channel Interaction Suite, Version 5 (V5) |
| 3.2.2 Marketing Strategies |
| 3.3 Aspect |
| 3.3.1 Aspect Contact Center Solution for the Enterprise |
| 3.3.1.1 Enterprise Contact Service v4.0 |
| 3.3.1.2 Carrier Routing |
| 3.3.1.3 Aspect for Email |
| 3.3.1.4 Web Interaction v3.0.1 |
| 3.3.1.5 eWorkforce Management v6.0 |
| 3.3.1.6 Call Center v8.0 |
| 3.3.1.7 Aspect Customer DataMart v2.0 |
| 3.3.1.8 Customer Self-Service v6.0 |
| 3.3.2 IP Solutions for Contact Centers |
| 3.3.3 Mobile CRM |
| 3.3.4 Marketing Strategies |
| 3.4 Avaya |
| 3.4.1 Avaya Communications Solutions for Contact Centers |
| 3.4.2 Avaya Interaction Management |
| 3.4.3 Avaya Commitment Management |
| 3.4.4 Avaya Business Intelligence |
| 3.4.5 Avaya Converged Voice and Data Solutions |
| 3.4.6 Marketing Strategies |
| 3.5 Cintech Solutions, Inc. |
| 3.5.1 ACD Software |
| 3.5.2 NetVIA |
| 3.5.3 Marketing Strategies |
| 3.6 Cisco Systems, Inc. |
| 3.6.1 Cisco Intelligent Contact Management (ICM) Solutions v.46 |
| 3.6.2 Cisco IP Contact Center (IPCC) |
| 3.6.3 Marketing Strategies |
| 3.7 Davox Corporation |
| 3.7.1 Ensemble v.2.0 93 |
| 3.7.2 Marketing Strategies |
| 3.8 Fjitsu Business Communications Systems, Inc. |
| 3.9 Genesys Telecommunications Laboratories, Inc.2 |
| 3.9.1 Genesys Framework |
| 3.9.2 Genesys 6 Suite of Contact Center Solutions |
| 3.9.3 Gplus Partnership |
| 3.9.4 Marketing Strategies |
| 3.10 Intecom |
| 3.10.1 Intecom E |
| 3.10.2 PointSpan |
| 3.10.2.1 PointSpan Network Management |
| 3.10.3 Centergy V 1.2 |
| 3.10.4 Marketing Strategies |
| 3.11 Interactive Intelligence, Inc. |
| 3.11.1 Interaction Product Suites |
| 3.11.2 Interaction Center Platform (ICP) |
| 3.11.2.1 ICP Applications |
| 3.11.2.2 Add-on ICP Products |
| 3.11.3 Marketing Strategies |
| 3.12 Inter-Tel Incorporated |
| 3.12.1 Marketing Strategies |
| 3.13 Lucent Technologies |
| 3.13.1 ClientCare Call Center v3.1 |
| 3.13.2 Additional Enhancements |
| 3.13.3 Marketing Strategies |
| 3.14 Mitel Networks |
| 3.14.1 The Integrated Communications Platforms |
| 3.14.2 Speech Recognition Products |
| 3.14.3 Marketing Strategies |
| 3.15 NEC America |
| 3.15.1 CallCenterWorX Business and Enterprise |
| 3.15.2 QueWorX v2..0 (v3.0 is in alpha test) |
| 3.15.3 Virtual Wallboard |
| 3.15.4 ContactWorX v1.0 |
| 3.15.5 Agent Anywhere |
| 3.15.6 Marketing Strategies |
| 3.16 Nortel Networks Corporation |
| 3.16.1 Symposium Portfolio |
| 3.16.1.1 Symposium Call Center Server v4.0 |
| 3.16.1.2 Symposium Agent v2.3 |
| 3.16.1.3 Symposium Web Center Postal (SWCP) v3.0 |
| 3.16.1.4 Symposium Express Call Center (SECC) v3.0 |
| 3.16.2 Virtual Contact Center |
| 3.16.3 Advanced Speech Technologies |
| 3.16.4 Marketing Strategies |
| 3.16.4.1 Amdoc’s Purchase of Clarify |
| 3.17 Perimeter Technology (an Applied Digital Solutions Company) |
| 3.17.1 Net-VU Internet ACD v.20 |
| 3.17.2 Net-VU Email |
| 3.17.3 VU-ACD/100 v.40.0 |
| 3.17.4 Stat-VU |
| 3.17.5 CC Announcer |
| 3.17.6 Marketing Strategies |
|
3.18 Rockwell Electronic Commerce |
| 3.18.1 Spectrum v8.0 |
| 3.18.2 Rockwell Transcend v2.2 |
| 3.18.3 CS v4.0 |
| 3.18.4 Call Center Studio v3.0 |
| 3.18.5 Marketing Strategies |
| 3.19 SER Solutions, Inc. (formerly EIS International) |
| 3.19.1 Call Processing System (CPS) v.63 |
| 3.19.2 The SER Gateway v4.1 |
| 3.19.3 SERiMail v1.0 |
| 3.19.4 Marketing Strategies |
|
3.20 Siemens Information and Communication Networks |
| 3.20.1 HiPath |
| 3.20.1.1 HiPath Architecture |
| 3.20.1.2 HiPath ProCenter v4.0 |
| 3.20.2 Marketing Strategies |
| 3.21 Teloquent Communications Corp |
| 3.21.1 Interchange Server v5.0 |
| 3.21.2 Interchange Agent |
| 3.21.3 Interchange Services |
| 3.21.4 Marketing Strategies |
| 3.22 Toshiba America Information Systems, Inc. (TAIS) |
| 3.22.1 Key Telephone Systems |
| 3.22.2 Strata CS |
| 3.22.3 Ultimate Communicator |
| 3.22.4 Strategy Enterprise Server (ES) |
| 3.22.5 Marketing Strategies |
| CHAPTER IV: CRM Analytic Software Players |
| 4.1 Introduction |
| 4.2 Acxiom Corporation |
| 4.2.1 AbiliTec |
| 4.2.2 InfoBAse |
| 4.2.3 Opticx v2.0 |
| 4.2.4 Marketing Strategies |
| 4.3 Business Objects SA |
| 4.3.1 BusinessObjects Analytics9 |
| 4.3.2 Marketing Strategies |
| 4.4 E.piphany, Inc. |
| 4.4.1 E.piphany 5.0 (E.5) |
| 4.4.2 Marketing Strategies |
| 4.5 Firepond, Inc. |
| 4.5.1 Firepond eServicePerformer Products |
| 4.5.2 Marketing Strategies |
| 4.6 Hyperion Solutions Corporation |
| 4.6.1 eCRM Analysis |
| 4.6.2 Marketing Strategies |
| 4.7 SAS Institute Inc. |
| 4.7.1 The Intelligent Enterprise Model |
| 4.7.2 SAS Analytics |
| 4.7.3 Enterprise Miner v4.1 |
| 4.7.4 Marketing Strategies |
| 4.8 Siebel Systems, Inc |
| 4.8.1 e-Business Applications |
| 4.8.2 Marketing Strategies |
| 4.9 thinkAnalytics Corporation |
| 4.9.1 K.wiz |
| 4.9.2 thinkCRA |
| 4.9.3 Marketing Strategies |
| 4.10 Xchange, Inc. |
| 4.10.1 Xchange 8 |
| 4.10.2 Marketing Strategies |
| CHAPTER V: CRM Analytic Software Players |
| 5.1 LEC Call Center Strategies |
| 5.2 BellSouth Corporation |
| 5.2.1 Call Center Applications |
| 5.2.2 Marketing Strategies |
| 5.3 Qwest Communications International, Inc. |
| 5.3.1 Web Contact Center |
| 5.3.2 Marketing Strategies |
| 5.4 SBC Communications |
| 5.4.1 SBC Call Center Solutions Group |
| 5.4.2 Marketing Strategies |
| 5.5 Verizon Communications Inc |
| 5.5.1 Verizon Call Center Services |
| 5.5.2 TouchSource |
| 5.5.3 Centrex ACD |
| 5.5.4 Marketing Strategies |
| 5.6 Interexchange Carrier Contact Center Services |
| 5.7 AT&T Corporation |
| 5.7.1 Virtual Contact Center (VCC) |
| 5.7.2 Web Contact Services (WCS) |
| 5.7.3 Computer Telephony Integration (CTI) |
| 5.7.4 Interactive Voice Services |
| 5.7.5 Professional Services |
| 5.7.6 Marketing Strategies |
| 5.8 MCI WorldCom |
| 5.8.1 Voice Portal |
| 5.8.2 Enhanced Call Routing (ERC) |
| 5.8.3 Global Inbound |
| 5.8.4 Managed Contact Solutions |
| 5.8.5 Gateway |
| 5.8.6 eCRM Solutions Program |
| 5.8.7 Web Center |
| 5.8.8 Marketing Strategies |
| 5.9 Sprint Corporation |
| 5.9.1 Sprint’s Contact Center Solutions |
| 5.9.2 Marketing Strategies |
| CHAPTER VI: Market Forecasts |
| 6.1 Call Center Market Size and Projections |
| 6.2 Year-2000 Us Contact Center Shipments and Installed Base of Agents and Systems |
| 6.3 2000 US Call Center market Share (New and Add-on Agents) Shipments |
| 6.4 US Contact Center Market Projections of Agent Shipments |
| 6.5 US Call Center Market Projections of System Shipments |
| 6.6 US Call Center Installed Base of Systems |
| 6.7 US Contact Center Installed Base of Agents |
| 6.8 US Contact Center System Size Distribution |
| 6.9 US Contact Center Market Revenue Projections |
| 6.10 US Contact Center Agent Shipments, by Industry |
|
LIST OF FIGURES |
| Figures |
| 3.1 Apropos V5 Architecture |
| 3.2 Aspect Solutions Architecture |
| 3.3 Aspect IP Contact Suite Architecture |
| 3.4 Avaya CRM Solutions |
| 3.5 Cintech Flexible NetVIA Implementation |
| 3.6 Cisco IPCC Architecture |
| 3.7 Cisco AVVID Framework |
| 3.8 Davox Ensemble Architecture |
| 3.9 Genesys 6 Multi-Site Routing Architecture (Enterprise Routing) |
| 3.10 Unified Communications Environment |
| 3.11 Unified IP-based Communications Environment |
| 3.12 Lucent ClientCare |
| 3.13 Mitel Contact Center Approach |
| 3.14 Nortel Networks Symposium Agent 2.3 |
| 3.15 Perimeter Technology Net-VU v.30 |
| 3.16 Rockwell Spectrum System Architecture |
| 3.17 Siemens HiPath ProCenter Architecture |
| 5.1 SBC Call Center Solutions Group Portfolio |
| 5.2 SCB Call Center Solutions Group Software Applications Development |
| 5.3 Verizon Contact Center Services Solutions Model |
| 6.1 US Contact Center System and Agents Shipments, by Type of System |
| 6.2 US Contact Center System and Agents Installed Base, by Type of System |
| 6.3 US Contact Center Market Share (New and Add-On) Agent Shipment |
| 6.4 US Contact Center Markets Share (New and Add-On) Agent Shipment |
| 6.5 US Contact Center Market Projection of Agent Shipments by Type of System |
| 6.6 US Contact Center Market Projection of System Shipments, by Type of System |
| 6.7 US Contact Center Installed Base of Systems, by Type of System |
| 6.8 US Contact Center Installed Base of Agents, by Type of System |
| 6.9 US Contract Center Systems Size Distribution by Number of Agents per System |
| 6.10 US Contact Center Revenue Projection, by Type of System |
| 6.11 US Contact Center Agents Shipments, by Industry |
| 6.12 US Contact Center Agents Shipments, by Industry |
